Internship: Service Consultant

3 days ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Invest

**Function**:Call Center / Contact Center

**Date**:6 Jan 2025
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society.
- About Invest

Discovery Invest is an ever growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships. An individual who is goal orientated, has the innate ability to critic complex business problems, able to provide analysis support throughout the entire project lifecycle, develop and deliver comprehensive solutions and processes within a mature investment management environment. Has extensive experience is refactoring system requirements, conduct exhaustive gap analysis and identify areas of improvement as well introduce process efficiencies.
- Key Purpose

We are looking for Service Consultants who are client centric with a passion for customer service and who embrace our core purpose and and values through every interaction.
- Areas of responsibility may include but not limited to:

- Dealing with multiple telephonic queries from Investors, Brokers and Franchises.
- Dealing with queries through to resolution.
- Dealing with queries focusing on client satisfaction and client retention outcomes.
- Accurate logging of all interactions.
- Achievement of product and soft skills knowledge targets
- Adhere to risk and compliance requirements
- Updating callers on the progress of their requests
- Ensuring that callers receive service in line with Discovery Standards
- Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
- Accurate record keeping and quality feedback to direct line manager
- Routing queries to the correct departments or teams for adequate resolution
- Responds quickly to the needs of their callers and to the reactions and feedback of callers
- Utilizing all the Discovery systems required for all calls, queries and correspondence
- Competencies Required
- Excellent written and verbal communication
- Speak fluently
- Display empathy
- Good listening skills
- Professional always
- Self-Motivated and pro-active
- Service orientated and client centric
- Focus on customer needs and satisfaction
- Able to work under pressure and manage deadlines.
- The ability to deliver results and exceed customer expectations
- Sets high standards for quality integrated with quantity
- Monitors, maintains quality and productivity
- Works in a systematic, methodical and organised manner
- Consistently achieves objective and goals
- Adaptive to change
- Patient and objective
- Accepts new ideas and change initiates
- Adapts interpersonal style to situational circumstances
- Displays an interest in new experiences
- Rapidly learns new tasks and commits information to memory quickly
- Demonstrates an immediate understanding of newly presented information
- The ability to work positively with people in a team environment
- The ability to display respect for the views and contributions of others
- The ability to consult with others and share information and expertise with others
- Express opinions, information and key points of a discussion clearly
- Gathers comprehensive information to support decision making
- Be able to prioritize work, under pressure and manage deadlines
- Personal Attributes and Skills
- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Problem Solver
- Resourcefulness
- A Team Player
- Balances work and personal life
- Open to constructive feedback and learns from it
- Maintains a positive outlook
- Focuses productively in a pressurized environment
- Keeps emotions under control during difficult situations
- Qualifications
- Matric
- Technical Knowledge and Experience
- A Minimum of solid 0 - 1 years
- Basic mathematical skills
- Proficiency in MS Office (MS Word, Excel, PowerPoint).
- EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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